Certified Technology Expert - Diagnostics and Troubleshooting (In Person)

The course covers some of the techniques used daily by full-time Pexip support personnel to diagnose a variety of issues. Covered topics include  system and environmental issues, initial call analysis and complex diagnostics of call signaling and media flows. We will use the built-in tools of the Pexip Infinity platform, such as live view and historical data, and then explore the diagnostic logs to dive deeper into how Pexip interoperates with external systems. We will also use custom parsing tools to extract and dissect the diagnostic snapshots used by Pexip Support to analyze customer issues offline, plus other analysis tools to inspect system operations and network traffic flow. To fully understand these techniques, we will cover some SIP signaling theory and more complex concepts such as ICE and IPsec. Students will also look at various client logs to gain an appreciation of the entire call process end-to-end.

Students will use live labs to diagnose Pexip Infinity and its integration with other systems using live software, endpoints, laptops, and mobile apps.

This course is delivered by Pexip’s own support engineers.

Upon completion of the course, the participant should be able to meet these overall objectives:

• Understand the various GUI elements within Pexip to show system and call status.
• Ability to identify a unique call within a Pexip environment.
• Understand the differences in signaling and media.
• Ability to troubleshoot issues with signaling and media.
• Ability to cross-reference log and alarm information with the documentation site.
• Determine media statistics and perceived quality for a call.
• Analyze the log entries in the Pexip Administrator and Support Logs.
• Ability to filter and search logs.
• Extract filtered support logs for a call, and produce a summary report using the Pexip Log Tools.
• Download and extract an offline snapshot and produce reports using the Pexip Log tools.
• Ability to reference the summary reports and look for issues.
• Ability to take packet captures on Pexip.
• Understanding of how the logs and packet captures can be used together to analyze more complex issues.
• Accessing the client logs from a browser, the Connect client, Microsoft Lync/SfB logs using Snooper.

• Technology advanced 
• Diagnosing the Pexip Infinity system
• Diagnosing call signaling and media flow
• Analysing network protocols
• Client log analysis

It is advised that students bring their own laptop that can make and receive video calls, although a small number of Pexip supplied laptops may be available during the course (for residential courses held at Pexip offices).

The Pexip Log Tools are a standalone package, currently only available for Windows. This software allows for a simpler analysis of the Pexip Diagnostic snapshot. It is highly advised that students install this prior to starting the course. More information can be found at Pexip Log Tools.Mac and Linux users can make use of the Python scripts via the CLI, although this usage is not covered within the course in the same depth as the Windows tools.

• A full understanding of the set-up and configuration of Pexip and its various integrations (obtained through the completion of the Pexip Certified Technology Expert course, or be able to demonstrate these capabilities). 
• An good appreciation of networking theory (i.e. the ISO/OSI and the TCP/IP Model).
• An good appreciation of network protocols and their operation (i.e. IP, TCP, UDP, DNS, SSH, ICMP, etc.).
• Understanding of network analysis tools and remote connection clients (e.g. Wireshark, Putty, SCP etc.)
• A basic understanding of Linux operations

Further, previous experience of analysing logs from other network and/or video infrastructure devices (such as Skype for Business CLS logs, VCS Network logs, or other support logs from various clients and endpoints) would be an advantage.

Upon completion of this course, attendees will earn the Certified Technology Expert – Diagnostics badge, which will be issued by Pexip via Acclaim. This accreditation is then valid for 2 years.

Acclaim is an enterprise-class Open Badge platform provided by Pearson Vue. Acclaim's badges are defined and awarded by credible brands and institutions, providing digital credentials to individuals. and allows for verification by employers.